Alongside a call, you can handle emails, faxes and chats — your profile determines how many. You can also pick a waiting conversation from the list yourself.
How many conversations you receive
- Calls: at most one. This also includes voicemails and listening to recordings, as well as calls you started yourself.
- Emails, faxes and chats: as many as your profile allows per channel, and no more than its maximum in total.
- As long as something is ringing or a call is just being delivered to you, you receive nothing new at all — not even in other channels.
A call and an email or a chat can run at the same time. The numbers in the status bar — Calls, Emails, Faxes, Chats — show per channel how many conversations are still waiting and how many are connected.
Switching between conversations
| What | How |
|---|---|
| Calls | With Calls in the Softphone group — see Switching between calls. |
| Emails and faxes | With Emails in the Conversations group — see Several emails side by side. |
| Chats | With the Chats selection in the same group — see Several chats. |
Of your emails, faxes and chats, only one is ever Connected: the one you currently have in front of you. The others are On hold until you switch to them. The Attached data and Tickets modules each show the data of the conversation you have selected.
Picking conversations
Double-click a waiting conversation in the Conversations module to pick it yourself. myContactCenter delivers it to you immediately. The Agent connects emails, faxes and chats right away; it accepts a call by itself if Accept manual calls automatically is turned on.
Picking requires that your profile allows Pick and that the skill permits it. It also works during wrap-up and in an activity, and regardless of whether you are qualified for the skill. It is prevented by
- a call you are currently on,
- a conversation that is currently ringing for you, or
- the maximum number of conversations you are already handling; for emails, faxes and chats, only this counts.
If picking fails, the Agent gives the reason:
| Message | Meaning |
|---|---|
| Another agent was quicker and picked this conversation. | A colleague took it before you. |
| The conversation is no longer in the queue. It has ended or has already been assigned. | The customer has hung up, or the conversation has already been distributed. |
| Picking is not permitted for you or for this queue. | Your profile or the skill does not allow it. |
| You are not available for this channel right now. Check your activity and your qualification for this skill. | You are already on a call, a conversation is alerting at your client or you have reached the number of conversations you may handle — see the list above — or your activity or qualification does not allow the channel. |
| Your status does not allow picking right now. | Your state in the contact center does not allow it at this moment. |
| The conversation is still being prepared and cannot be picked yet. Please try again in a moment. | It has only just arrived. |
| The conversation cannot be picked right now. Please try again in a moment. | It is briefly in an intermediate state. |
| The conversation could not be delivered to you and has been returned to the queue. | Delivery failed; it is waiting again. |
| You cannot pick this conversation at the moment. Check your status, your activity and your qualification for this skill. | Your state, your activity or your qualification does not match this conversation. |
You resume a parked email in the same way — see Parking and continuing later.